Return Policy
Return & Cancellation Policy
At Anneprom, our goal is to ensure you feel radiant on your special day. Because our dresses are handcrafted and made-to-order, please review our return, cancellation, and fit adjustment policies below before placing your order.
Every gown is meticulously inspected for seam strength, beading, and sizing accuracy before packaging.
Bespoke gowns are tailored to your precise measurements with built-in seam allowance for easy adjustments.
Our dedicated customer care team reviews and responds to all return and fit inquiries within 24 hours.
Order Cancellation Policy
We understand that ordering a gown for a special celebration is an important decision. Because our garments are individually hand-cut and crafted upon order confirmation, cancellation terms vary based on atelier progress:
| Cancellation Window | Custom Size Dress | Standard Size Dress | Shipping Refund |
|---|---|---|---|
| Within 5 hours of confirmation | 90% product refund | 90% product refund | 100% refund |
| 5 to 8 hours after confirmation | 70% product refund | 80% product refund | 100% refund |
| 8 to 12 hours after confirmation | 50% product refund | 60% product refund | 100% refund |
| After 24 hours / Shipped | Fabric cut / Non-refundable | In tailoring / Non-refundable | 100% shipping (if unshipped) |
To request an order cancellation within these timeframes, please email anneprom.service@gmail.com immediately with your order number.
Returns & Exchange Eligibility
Standard Size Dresses
Unworn, unwashed, and unaltered standard-size dresses with original tags intact may be returned for a refund within 7 days of delivery. Return postage is the responsibility of the customer. Items showing signs of wear, perfume, makeup stains, or alterations cannot be refunded.
Custom Made-to-Measure Dresses
Custom-sized dresses are tailored specifically to your unique body dimensions and cannot be returned for a refund or resold. However, if the finished gown differs from your submitted measurements by more than 1 inch, we offer the following resolutions:
- Local Alteration Reimbursement: Have your gown adjusted locally, and we will reimburse up to 10% of the dress purchase price upon receipt of your tailor's invoice.
- Free Atelier Modification: Send the dress back to our workshop for complimentary alterations (customer covers return transit).
Defective, Damaged or Incorrect Items
If your item arrives defective, damaged in transit, or does not match the style ordered, notify us within 3 days of delivery with clear photographs documenting the issue. Once verified, we will provide a complimentary replacement or issue a full 100% refund including original shipping costs.
Color Variations
Slight color variations resulting from screen calibration or ambient lighting do not indicate a defective or mis-shipped gown. If you received an entirely different color category than ordered, you are eligible for an exchange or full refund. Check our Fabric & Color Chart for swatch references.
European Union (EU) Statutory Right of Withdrawal
Customers residing in the European Union have a statutory right to cancel and return standard (non-customized) purchases within 14 days of delivery without giving a reason, in accordance with EU consumer protection law. Please contact our support team to initiate an EU return.
How to Initiate a Return
- Contact Support: Email anneprom.service@gmail.com within 3 days of receiving your package. Include your order number, reason for return, and clear photographs of the dress.
- Receive Return Authorization: Once approved, our team will provide a Return Merchandise Authorization (RMA) and designated return shipping address. Returns sent without prior approval cannot be processed.
- Ship with Tracking: Return the package using standard tracked postal mail. Once received and inspected by our quality team, refunds are processed within 3–5 business days back to your original payment method.
Have Questions About a Return or Fit?
Our customer care team is here to assist you with sizing questions, alterations, or return authorizations.
Contact Our Support Team